Power Ni: Welcome To

powerni.co.uk [email protected] 03457 455 455 Monday-Friday, 8am-7pm

Mr Victor Cajello FLAT 2 3 CLAREMONT STREET BELFAST BT9 6AP

Letter date: 24 Dec 2019 Letter reference: 001 / 5890765904 KPRN: 9826908501003558706 Tariff: Keypad MPRN: 81468557066

Welcome to

Power NI

Get the most out of

We're happy to say that your account is now up and running.

You'll enjoy 2.5%* off our standard

Keypad top-ups

What's in this pack? We've included a copy of our Terms and Conditions and details about our tariffs and offers. Please make sure we've got your name and address correct and if something's not right, just let us know. If there's anything we can do for you right now, or if you have any questions, please visit powerni.co.uk

Pay As You Go with Keypad If you haven't had one before, don't worry - it's easy. We've included a guide on how to use your Keypad in this pack. You'll need your plastic Keypad card - if you can't find yours, or lose it, please call 03457 455 455 and we'll send you a new one.

rate just for being a Keypad customer. And, when you top-up by £50 or more, using our website or app, you'll get free electricity. Top-up...

And get...

£50-£79:

£1 free

£80-£124:

£2 free

£125-£149:

£3 free

£150-£175:

£4 free

Terms and conditions apply, see overleaf for details.

If you still have a Keypad card from an old property, please destroy it so you don't automatically top up the wrong account. You can top up online at powerni.co.uk/keypad or by using our free App (which you can download from the Apple App store or Google Play store). Also, at any PayPoint or Post Office, or by calling us.

Closing your old account If you were with Power NI at your last property, please remember to give us your final meter reading and the date you moved out. Or, if you had a Keypad, you just need to tell us the date you moved out.

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@PowerNI

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@powerni

Don't miss out on Power NI Perks

Enjoy winter savings on 100's of big brands. Choose from food & drink to homeware and fashion. It's free and easy to register¹ and exclusive to Power NI customers. Sign up at powerni.co.uk/perks

Power NI

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Struggling to pay? Please call us as soon as you can on 028 9068 5018 between 9am and 5pm. We'll try to find a payment solution that suits your circumstances. See our Code of Practice for more information.

The legal bit Registering for supply with Power NI means you are entering a legally binding contract. And for your home to be connected to its network, you're also entering into a Connection Agreement with the Network Operator, NIE Networks.

Did you know? For our latest offers, fuel mix information, Energy Consumer Checklist and energy saving tips you should visit powerni.co.uk For independent energy advice visit nidirect.gov.uk/campaigns/ energy-wise

FAQS What should I do if my details are incorrect? To change personal details such as your name or bank details, please call us on 03457 455 455. Energy Online customers can update their email address, telephone number, mailing address through their energy online account at energyonline.powerni.co.uk

Where can I find my Account Number? You’ll find your Account Number at the top right of the letter. Please keep the number handy if you ever need to get in touch with us.

What is a Keypad reference number (KPRN)? This 19 digit KPRN is unique to each property and is used to identify each electricity supply. This is the number to use for Keypad meter top-ups.

When will my Keypad cards arrive? Your Keypad cards will arrive at your property 10-14 days after you register. You can still make top ups with your Keypad card, using your 19 digit KPRN number.

How do I top-up my Keypad meter? There are lot of easy ways to top-up your Keypad meter. Our FREE app lets you top-up wherever and whenever suits you. You can also top-up on our website, by phone 03457 455 455 or at any Post Office or Pay Point outlet.

Thanks for choosing Power NI

¹ If you have recently switched to Power NI or moved house, please allow up to 10 working days for your Power NI perks account to be activated. Brands and offers available on Power NI perks are subject to change.

Keypad Reward terms and conditions • Free electricity refers to the additional electricity added to a Keypad vend of £50 or more when purchased on the Power NI website or via the Power NI Keypad App. • Top-up amount must be between £50 and £171 (maximum) for Keypad reward. • Top-up must be carried out on the Power NI website or via the Power NI Keypad App. • Amount of free electricity is dependent on amount purchased. The table above outlines the bands and corresponding free electricity. • The standard Domestic Terms and Conditions apply to this product, please see powerni.co.uk/ terms-and-conditions. *Keypad customers will receive 2.5% discount off Power NI standard rate with every top up. Power NI standard rate is 17.85p kWh Ex. Vat / 18.74p kWh Inc. Vat Power NI Energy Ltd t/a Power NI. Registered office: Greenwood House, 64 Newforge Lane, Belfast BT9 5NF. Registered in Northern Ireland. VAT number: 617518142. Company number: NI027394.

Terms and Conditions for supply for Domestic Customers of Power NI Energy Limited t/a Power NI Page 2 Privacy Statement Page 10

Please note that as a domestic customer of Power NI you are bound by the following terms and conditions. 1. Scope of Agreement This document sets out the terms and conditions for the supply of electricity by Power NI Energy Limited t/a Power NI, a company having its registered office at Greenwood House, 64 Newforge Lane, Belfast, BT9 5NF (“Power NI / we / us”) to a person (“you“) and for the payment for such electricity by you to us. These terms and conditions together with the tariff that applies to your supply form the legally binding contract (“Agreement“) between you and us. This Agreement is for use if you are a Domestic Customer (as defined in the Electricity Supply Licence granted to us). In general, you will be a Domestic Customer if you are taking electricity wholly or mainly for a domestic purpose. This includes but is not limited to the use of electricity in the following types of premises: a. a house; b. flat or other self-contained dwelling; c. certain types of residential accommodation such as a children’s home, hospice or care home; d. a caravan or houseboat; or e. self-catering accommodation. If you are unsure whether you are a Domestic Customer, or if you are taking electricity for other purposes, please contact us for more information about the terms and conditions applicable to your supply. By entering into this Agreement you agree that you are a Domestic Customer. If you cease to be a Domestic Customer you agree to inform us within 7 days of the change taking place. If you are elderly or have a disability, or depend on life saving electrical equipment, we may have special services applicable to you. These are set out in a Code of Practice (see section 15 for further details). As your supplier, we arrange for delivery of electricity to your premises. Northern Ireland Electricity Networks Limited (the “Network Operator”) is responsible for the quality and continuity of your supply and you have a separate contract with them. Please refer to section 23 below for more information about the role of the Network Operator. 2. Provision of information If you are a new customer on and from 1 October 2013, you acknowledge and agree that Power NI has, prior to entering into this Agreement: - explained and drawn your attention to the Principal Terms of this Agreement; - informed you of the Energy Consumer Checklist and where you can obtain a copy, and that you may request a copy from Power NI free of charge; and - given you a written copy of this Agreement, - by the issue of the “Welcome Pack” from Power NI. 3. When this Agreement applies and when it starts This Agreement applies if: - you were a customer of Northern Ireland Electricity Limited (now Northern Ireland Electricity Networks Limited) and transferred to NIE Energy (now Power NI). In this case you do not need to take any further action. The Agreement starts from the date of the transfer; or - you have chosen Power NI to be your electricity supplier. The Agreement starts from the date you agreed as the start date on the phone 4.Commencement of supply Where your premises is, at the date of this Agreement, connected to the electricity Distribution System operated by the Network Operator we will start supplying electricity to your premises no later than 15 working days after the Relevant Date, unless: - you request that supply starts from a later date; - a third party supplier that is registered for the premises objects to the transfer of your premises to Power NI; or - there are circumstances beyond our control which prevent us from starting to supply by that date. 5. Variations to this Agreement We may change the terms of this Agreement at any time. If you do not accept the changes, you may terminate this Agreement as described in section 6 (Ending this Agreement) below. We will publicise details of these changes in advance where it is possible for us to do so. 2

6.Ending this Agreement This Agreement continues until it is terminated in accordance with the terms of this Agreement. You can terminate this Agreement within 10 working days from: -if your premises has previously had a supply of electricity, the date you accepted it on the phone, -if your premises is registered to Power NI and you are receiving a supply of electricity from us without having requested it, the date you moved into your premises; or -if your premises has not previously been connected to the electricity Distribution System, the date you agreed on as the start date on the phone, or when your premises is connected to the electricity Distribution System (whichever date is the later). To do this, simply write to us stating your name, address and contact number. You can terminate this Agreement where: -you switch to another supplier; -when you move premises; -you do not accept the changes to the terms of this Agreement proposed by Power NI under section 5 above; or -you wish to end your supply by having it cut off. If you switch to another supplier, this Agreement will terminate only when the new supplier starts to supply you. You must still pay any money you owe us and for any electricity you use until the date your supply starts with the new supplier. We may give your new supplier any relevant details to help with your transfer. If you owe us money, we may advise your new supplier, and agree to transfer the debt to your new supplier for them to collect, giving them full details of the amount you owe. If you are moving premises, you should give us at least two working days’ notice before you move. If you are moving premises, this Agreement will end on the first of the following events: -on the date we agree; -when the next meter reading is due or -when someone takes over the supply. You must pay for all electricity used up until this Agreement ends and we will estimate your final meter reading if you do not provide one. If you would like us to continue to supply your electricity at your new premises, please contact our Customer Helpline. You will need to tell us your new address and the date you wish the supply to commence. If you wish to end your supply by having it cut off, you should contact us and we will arrange for the supply to be disconnected. You must pay for all electricity used up until that disconnection takes place. In order to supply electricity, we require an electricity supply licence. If we lose our licence, either you or we may end this Agreement immediately. Even if you do nothing, in order to make sure you do not lose supply, the Authority may direct another supplier to take over your account from us. If this happens, this Agreement with us ends automatically when the Authority’s direction takes effect. In addition to any other rights we may have, we may terminate this Agreement immediately and request that the Network Operator withdraws your electricity supply if: - you do not pay any security deposit or all or any part of our charges (that are not genuinely in dispute) when due under these terms or it is not safe or reasonably practicable to install such a meter to collect the debt and future charges; - you commit a serious or repeated breach of this Agreement (for example, if we reasonably believe you have stolen electricity or deliberately interfered with a meter or any other equipment or part thereof); -you are declared bankrupt, or any formal steps are taken to have you declared bankrupt or any other form of insolvency proceedings are initiated against you; -you no longer own, rent or use the premises; or there is a risk of danger to you or other members of the public if we continue the supply. When this Agreement terminates, you are still liable to pay any amounts you owe us. 7. Tariffs / charges and payment You agree to take and pay for the supply of electricity in accordance with our scales of tariffs and charges published by us from time to time. All of our tariffs published by us are expressed as “pence per kWh”. For details on current tariffs and applicable charges please visit our website at www.powerni.co.uk or call our customer helpline on 03457 455 455. 3

We will send you written details of applicable tariffs, charges and other payments to be made by you promptly on request. We may change our tariffs and charges and the way we charge at any time in consultation with the Consumer Council and the Authority. We will publicise details of these changes in advance where it is possible for us to do so. If you are a non-keypad customer, you will receive bills from us for your electricity usage. We may estimate your usage using your consumption history and standard industry practice and ask you for payment based on an estimated meter reading. We will do this when the meter reader fails to get access to your meter during a visit to your premises and you are unable to provide us with a reading before the bill is issued (usually 24 hours). You can also provide us with an actual meter reading by calling our Customer Helpline. We will seek to access your premises to take a meter reading at least once every 12 months. You must allow us, or a third party service provider acting on our behalf, access to the meter (including pay-as-you-go keypad meters) at all reasonable times to enable the meter to be read. If for any reason the meter does not register electricity usage accurately, you agree to pay an amount that reasonably reflects the amount of electricity you have used. If you disagree with our estimate of your electricity usage, you may wish to contact us at our Customer Helpline or alternatively refer the matter to the Consumer Council. You agree to pay our other charges relating to your supply, including: -reasonable charges for providing copy bills where requested by you; -reasonable charges for providing a replacement for a lost pay-as-you-go keypad meter card and delivering it to you; -if you are late paying; -if work has to be carried out at your meter or pay-as-you-go keypad meter as a result of you tampering or interfering with the meter or pay-as-you-go keypad meter; or -other reasonable costs that arise if we have to take action because you break the terms of this Agreement. We will apply VAT at the appropriate rate to all tariffs and charges. If you do not use your supply wholly for domestic purposes, it is your responsibility to give us the information we need to apply VAT at the correct rate. Please call our Customer Helpline if you would like a copy of our guide to VAT on electricity supplies. You can also contact us by emailing [email protected] or visiting our website at www. powerni.co.uk. If your supply is subject to VAT at the higher rate, then the Climate Change Levy may also be applicable and we may require you to move to another tariff for nondomestic customers, to which different terms and conditions apply. 8. Paying for supply All bills are due on the date of issue. Please make sure that we receive payment in full within 14 days of the bill date unless we have agreed a different payment arrangement with you. Please tell us immediately if you have difficulty paying. We offer a variety of payment methods for paying bills including payment monthly in arrears, by direct debit (including monthly and quarterly direct debits) and in advance through a pay-as-you-go keypad meter. Further details of these are given in our Codes of Practice (see section 15). We may approve other payment schemes that are requested by you – please call our Customer Helpline if you wish to enquire about this. We reserve the right to apply different charges for the supply of electricity depending on the choice of payment method. If you do not pay promptly we may require you to pay by another payment method. If you have registered as a customer jointly with other people, the expression “you” will apply to each of you and each person will be responsible for paying all outstanding charges until they are paid in full. We will be entitled to claim part of the money owed from you all or, the whole sum from any of you. If any amount payable by you is in genuine dispute, you must pay to us the amount that is not in dispute. When the matter has been settled, we may adjust the amount owed by you as a result. If you have an account with us in respect of another premises, we may transfer any credit or debt between your accounts in order to recover any money you owe us. 9. Pay-as-you-go keypad meters You may ask us for a pay-as-you-go keypad meter and we will arrange for one to be installed if we reasonably can. You agree that we can access your premises on reasonable notice to install a pay-as-you-go keypad meter and that you will pay for your electricity through a pay-as-you-go keypad meter if: 4

-our credit checks indicate to us that this is an appropriate payment method for you; -we have reason to believe that someone has tampered with an existing meter; or -you owe us money and by installing a pay-as-you-go keypad meter we can avoid cutting off your electricity. In continuing to pay for your electricity through a pay-as-you go meter you accept that you will need to top up the keypad meter in order to receive electricity. If you fail to do so, this could cause inconvenience loss damage and injury to yourself, other occupiers and visitors to the premises for which you agree that we shall not be responsible. A Code of Practice, setting out the services we offer to pay-as-you-go keypad meter customers, is available on request (see section 15). 10. Late payment If you do not pay our bills, we will take steps to recover money you owe us, including by appointing third party debt collection agents. You agree that we may charge you for the costs of collecting payments, which may include our costs (including third party charges): -where we visit your premises; -where we get a warrant of entry and carry it out, and where we incur any tracing costs; or -where your bank returns a cheque to us unpaid, or rejects a direct debit, because there is not sufficient money in your account. You agree that we may charge you interest for late payment. We will calculate interest at the rate of 3% above the Bank of England’s current base rate. If you owe us money, we may insist that a pay-as-you-go keypad meter is installed (which will be done by warrant if necessary). If you have a keypad meter, any debt or arrears on the account may be recovered as a percentage of subsequent purchases of electricity through the keypad meter 11.Security deposit We may ask you to pay a deposit as security against payment for your electricity in certain circumstances. If we ask for a security deposit and you do not wish to provide a deposit, you may choose to pay for your electricity by monthly direct debit or through a pay-as-you-go keypad meter (provided if it is safe and reasonable practicable in all the circumstances to supply through such a meter and we are reasonably able to provide one). If we ask you for a deposit and you do not either pay the deposit or make payments by direct debit, we will insist on installing a pay-as-you-go keypad meter (which will be done by warrant if necessary). Subject to the paragraph immediately below, if you have paid all charges for the supply of electricity for the previous 12 months within 28 days of the date of each written invoice we will repay any security deposit, such repayment to be made within 28 days of the date on which you become eligible for the security deposit to be repaid. If you have paid all charges for the supply of electricity and the supply by Power NI has ended in accordance with this Agreement, we will repay any security deposit as soon as reasonably practicable, and in any event, within 1 month. Power NI shall not be obliged to repay any security deposit where it is reasonable in all the circumstances for Power NI to retain that deposit. If you owe us money and are ending this Agreement, you agree that we may keep any deposit you have paid and use this to reduce any debt you owe us. The amount we keep will not be more than the amount you owe us. Any money received from you as a deposit and not used to reduce any debt you owe us will be returned: -within 28 days of supply ending under this Agreement; or -if you subsequently choose to pay for your electricity by monthly direct debit or through a pay-as-you-go keypad meter, provided you have confirmed the address to which cheques should be sent or details of the account to which payment should be made. We will pay interest on the deposit when it is returned to you at the Bank of England base interest rate. 12. About your electricity meter Your electricity meter is owned, serviced and read by Northern Ireland Electricity Networks Limited (the “Meter Provider”). We are not responsible for any damage caused by the meter or by any representatives of the Meter Provider who may attend at your premises in connection with the meter and you should contact the Meter Provider in such circumstances. Meter readers must have easy access to read your meter. The meter must also be in a safe, secure and weatherproof position. If it is not, or is not easy to access, you must agree a suitable position with the Meter Provider and make arrangements for the meter to be moved. 5

Metering equipment is presumed to be accurate. You should notify us, or the Meter Provider without delay if you do not accept its accuracy. Where such notification is given the metering equipment will be examined as soon as practicable. You should also notify us, and the Meter Provider without delay if you believe that there has been damage to or interference with the metering equipment. You agree to provide us with all relevant information, which we may reasonably require. You must allow the Meter Provider safe access to the meter at any time in an emergency. You must also provide access to the meter (including pay-as-you-go keypad meters) at all reasonable times to enable the Meter Provider to: -install, repair, remove or replace the meter; -read, test or inspect the meter; or -cut off or reconnect your supply. 13. Meter charges You agree to pay us those charges that we are required to pay to the Meter Provider or incur ourselves where work is carried out at the meter, including but not limited to: -damage to a meter if the damage is your fault; -carrying out a meter accuracy test if you ask for this and we do not find a fault with the meter; -warrants of entry that may have to be applied for; or -visits to your premises relating to inspecting or changing your meter. For details on current applicable charges please visit our website at www.powerni.co.uk or call our customer helpline on 03457 455 455. 14. Cutting off your electricity supply We adopt procedures, which aim to avoid disconnecting your premises, if you have difficulty in paying your bills. A Code of Practice setting these out is available on request (see section 15). Nonetheless, we reserve the right to cut off your supply in the following circumstances. -you have broken the terms of this Agreement; -you refuse to provide a security deposit when we ask you to and you do not choose to pay by direct debit if requested by us or do not allow us to install a pay-as-you-go keypad meter, or a pay-as-you-go keypad meter cannot reasonably be installed; -it is not reasonable, in all the circumstances, for us to supply you; or -you refuse to provide us with all the details that we require to register you for a supply. You must pay any reasonable costs we ask for if we have to cut off your supply for any of these reasons. Costs may include the cost of visits to your premises. Provided it is reasonable for us to supply you, we will reconnect your supply when the matter has been resolved. You must pay us any reasonable costs for the reconnection. We may also cut off your electricity supply if we have to do so by law or in an emergency. Your supply may also be cut off by the Network Operator from time to time, for example, to carry out repairs or maintenance to the network. We may ask the Network Operator to cut off supply on our behalf. 15. Codes of Practice Our Charter sets out our commitment to our customers. We have Codes of Practice, providing guidance as to the services we provide. The Codes of Practice have been approved by the Consumer Council and cover the following areas: -Paying for your electricity -Services for prepayment meter customers -Efficient use of electricity -Economy 7 -Complaints handling procedure -Provision of services for persons who are of pensionable age, disabled or chronically sick) -Payment of bills The Codes of Practice may be amended from time to time and new Codes of Practice in addition to the codes listed above may be introduced. 16. Making a complaint If you are unhappy with any aspect of the service we provide please call our Customer Helpline or write to our Head of Customer Service. If we are unable to resolve your complaint, the Consumer Council, which is an independent body, may be able to help and give you further advice. Please call them at 0800 121 6022, or email [email protected] or write to the Consumer 6

Council, Floor 3, Seatem House, 28-32 Alfred Street, Belfast, BT2 8EN (as of 13 April 2015). You have the right to refer complaints that relate to billing matters to the Authority where the Consumer Council has not been able to resolve the complaint to your satisfaction. 17. Legal liability We will only be liable to you for direct losses resulting from us breaking the terms of this Agreement. You will only be liable to us for direct losses resulting from you breaking the terms of this Agreement. The standard of care governing our respective legal rights and obligations shall be solely determined by the terms of this Agreement. Neither of us is liable to the other for any indirect, consequential or unforeseeable loss, nor for business losses including any loss of profit, loss of goodwill or loss of opportunity. However, this does not affect our right to charge you as described in this Agreement. 18. Limit of liability and Insurance Our liability to you shall be limited to £100,000 for any incident or series of related incidents. Your liability to us shall also be limited to £100,000 for any incident or series of incidents. However, this does not affect our right to charge you as described in this Agreement. If you think your loss is likely to exceed £100,000, you may wish to consider taking out an insurance policy. 19. Other legal rights Nothing in this Agreement affects legal liability of either of us for causing death or personal injury by negligence. In addition, this Agreement does not affect your legal rights, including your rights under the Consumer Protection (NI) Act 1987. 20. Circumstances outside our control Neither of us is liable where this Agreement is broken due to circumstances outside the reasonable control of the person breaking the Agreement. In particular, the Network Operator is responsible for the quality of the supply of electricity to you and its continuity. The quality and continuity of your supply are outside our reasonable control. Please refer to section 23 for more information about your agreement with the Network Operator. 21. Data protection Protecting our customer’s personal information is important to Power NI. Please see our privacy statement for details of how we process your personal data, in accordance with our obligations under data protection legislation. Our privacy statement is available in your welcome pack, online at https://powerni.co.uk/powerni/legals/ or by calling us at 03457 455 455. We may update this statement from time to time and any changes will be notified on our website or otherwise will be notified as required by applicable data protection law. 22. General This Agreement is governed by the laws of Northern Ireland. Our activities as a supplier of electricity are governed by our electricity supply licence and applicable legislation and regulations. We reserve and maintain all our rights set out in legislation and our licence. We may transfer any of our rights under this Agreement to another organisation and any of our obligations to any other Licenced electricity supplier, subject to the terms of our licence. We will tell you as soon as we reasonably can if we transfer any rights or obligations. We may also subcontract anything we have agreed to do under this Agreement but we will still be responsible for anything carried out by our subcontractors. You must obtain our consent before transferring your rights under this Agreement to another person. If we need to contact you, we will use the contact details you have given to us or made available to us through industry processes. If you need to contact us, please telephone our Customer Helpline or write to us. If any provision or part-provision of this Agreement is held to be unenforceable, the validity and enforceability of the remainder of this Agreement shall not be affected. 23. Your connection to the electricity Distribution System To receive a supply of electricity from us under this Agreement you require a connection agreement with the Network Operator. The Network Operator operates the electricity Distribution System that delivers 7

electricity to your premises and has appointed us to act as its agent to enter into a Connection Agreement with you on standard terms. You agree that, by entering into this Agreement with us, you are also entering into a Connection Agreement with the Network Operator for connection of your premises to its network. The terms of that Connection Agreement are the Standard Connection Terms and Conditions set out in the Appendix or otherwise attached to this Agreement or otherwise provided to you or made known to you by us. You can find out more about the Standard Connection Terms and Conditions by calling your Network Operator or by visiting it’s website at www.nienetworks.co.uk. You are entitled to negotiate terms of connection of your premises to the network that are not the same terms as the Standard Connection Terms and Conditions. If you wish to do so you must negotiate with the Network Operator and not with us about those terms but your supply cannot commence until you have provided us with evidence that there is a Connection Agreement in force for your premises with the Network Operator and you must inform us if that Connection Agreement terminates. The Network Operator is responsible for the quality and continuity of your electricity supply. It must comply with certain service standards in relation to the delivery of the range of services they provide. These include certain statutory standards which must be met otherwise you are entitled to a payment from the Network Operator. To obtain a copy of these service standards please call your Network Operator.

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Glossary Authority means the Northern Ireland Authority for Utility Regulation, which regulates the electricity industry. Connection Agreement means the agreement between the Network Operator and you for connection of your premises to the local distribution network as described in section 23. Consumer Council means the Consumer Council which is an independent body representing consumers’ interests. Distribution System has the meaning as defined in Condition 1 (Interpretation and Construction) of Power NI’s Electricity Supply Licence. Energy Consumer Checklist means the document of that name which constitutes the guidance for consumers of gas and electricity as prepared and published, from time to time, by the Authority in accordance with Article 7(5) of the Energy (Northern Ireland) Order 2003. Meter Provider means Northern Ireland Electricity Networks Limited, or such other company as may be appointed to provide, install, maintain and administer the metering equipment. Network Operator means Northern Ireland Electricity Networks Limited, or such other company as may be appointed to provide, install, maintain and administer the entire electricity infrastructure, transmission and distribution system in Northern Ireland. Power NI means Power NI Energy Limited t/a Power NI The company which supplies electricity to you under this Agreement, also referred to as “us”, “our” or “we”. Principal Terms has the meaning as defined in Condition 1 (Interpretation and Construction) of Power NI’s Electricity Supply Licence. Relevant Date means the earlier of: (a) the day after the end of any period within which you have a right to withdraw from and cancel the contract; (b) 10 working days after the day on which you entered into the Agreement.

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Power NI Privacy Statement

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1. Introduction Protecting our customer’s personal data is important to Power NI. This Privacy Statement sets out how we collect, use, store, share and protect your personal data in compliance with Data Protection legislation. 1.1 Company Information Power NI Energy Limited trading as Power NI, a company registered in Northern Ireland with the company registration number NI027394 and having our place of business at Greenwood House, 64 Newforge Lane, Belfast, BT9 5NF. Power NI is part of the Energia Group, the leading independent energy company in the all-Ireland market. Further information can be found at www.powerni.co.uk or www.energiagroup.com. 1.2 Contact us If you have questions as to the manner in which your personal data is being handled or if you require any further information you can contact the Data Protection Officer using the details below: Data Protection Officer 64 Newforge Lane Belfast BT9 5NF Email: [email protected] 1.3 Statement Review This Statement will be regularly reviewed to ensure we continue to meet our obligations in processing your personal data and protecting your privacy. In order to do so we reserve the right to update, modify and amend this Statement at any time as required. We would recommend that you check back regularly to keep informed of any updates. We will not make any significant changes to the Statement without informing you. 1.4 Protecting your Information We are committed to protecting your personal data and to implementing appropriate technical and organisational security measures to protect it against any unauthorised or unlawful processing and against any accidental loss, destruction, or damage. 2. Data we Collect In order to provide energy products and services and provide you with information on these products and services we need to collect a number of categories of personal data through a number of channels including from you, third parties, other energy suppliers, the network provider and credit reference agencies. We obtain this personal data during the registration process, marketing or through our on-going management of your account. We cannot provide you with energy services or offer you a contract based on the products or services which best suit your requirements unless we have the necessary information. These personal data categories include: Name, address, contact details such as telephone number, mobile phone number, email address, date of birth, property details, bank details, credit and debit information, records of payments and any arrears, employment status, marketing preferences, property categorisation, telephone recordings, CCTV recordings from our offices, website usage (on www.powerni.co.uk), IP address, energy usage, identity verification questions (such as mother’s maiden name), contact notes. In certain circumstances and as part of our regulatory requirements we may collect special categories of personal data for the customer care register including any disabilities or special needs information necessary to support the provision of service to the customer. 3. How we use your Information We will use your personal data to provide you with energy products and services and to allow us to better manage your customer account. In particular we may use your personal data for the following purposes: 3.1 Account Management In order to set up and administer your account and manage your customer journey and contact with us, we are required to process your personal data. This involves processing personal data for the purpose of account set up, monitoring, identity verification and managing your account including obtaining credit references (Commercial customers only), implementing a change of supplier and obtaining, maintaining and exchanging information on meter points, occupancy details, billing purposes and processing payments. Legal Basis: The processing is necessary for the performance of your contract to which the data subject is party to or in order to take specific steps prior to you entering into a contract. Legal Basis: The processing is necessary to comply with our legal obligations. Legal Basis: The processing is necessary for our legitimate interests or those of a third party. It is within Power NI’s legitimate interest to use certain personal data to establish, maintain and review an account to allow Power NI to better manage customer’s accounts, 11

enforce rights set out in the terms & conditions of supply, and to ensure customers are provided with the most appropriate products and services. 3.2 Customer Support In order to respond to queries and manage and investigate any complaints we are required to process your personal data. If you contact our Customer Service Team or if we contact you we will use personal data such as account information and contact history. We may monitor and record such communications, instant messaging (web chat), social media, email and other electronic communication to help investigate any complaints and for training purposes. Legal Basis: The processing is necessary for the performance of a contract to which you are party to in order to take specific steps prior to you entering into a contract. Legal Basis: The processing is necessary to comply with our legal obligations. Legal Basis: The processing is necessary for our legitimate interests or those of third party. It is within Power NI’s legitimate interest to use certain personal data to establish, maintain and review an account to allow Power NI to better manage customer’s accounts, enforce rights set out in the terms & conditions of supply, and to ensure customers are provided with the most appropriate products and services and that customer complaints are resolved appropriately. 3.3 Marketing In accordance with your marketing preferences, from time to time we may provide you with information on our products and services and those of carefully selected third parties* (whose products and services may be unrelated to ours) which we feel may be of interest to you. Depending on your marketing preferences we may also contact you after you have ended your account with us to make you aware of our products, services and any available offers including those of carefully selected third parties. In order to provide you with relevant products, services, offers, promotions and to continually improve our customer services we may use personal data to analyse customer behaviour and customer data relating to you. Depending on your marketing preferences and as otherwise permitted by law we may contact you by: (a) Non-electronic means, including by post or in person; and (b) Electronic means, including live telephone calls, email, SMS (texts) or multimedia messaging, through your smart phone applications, web chat and chat services, prerecorded telephone messages, social media (e.g. Facebook and Google), or through your smart meter. Legal Basis: The processing is based on your consent for the specific purpose (e.g. by opting in and receiving certain marketing communications). Legal Basis: The processing is necessary for our legitimate interests or those of a third party. It is within Power NI’s legitimate interest to provide you with information on Power NI products and services including information that we have tailored to your interests. If you wish to change your marketing preferences you can do so at any time by writing to us at Power NI, PO Box 103, Antrim, BT41 9BB, emailing us at [email protected] or by calling us on 03457 455 455. 3.4 Customer Reward Programme If you sign up to the Power NI Perks programme in order to verify you are a Power NI customer, we are required to process your personal data. Legal Basis: The processing is necessary for our legitimate interests or those of a third party. It is within Power NI’s legitimate interest to verify that those signing up for Power NI Perks are entitled customers. Legal Basis: When you sign up to Power NI Perks, you are requested to consent to the processing of your personal data for the purposes of administering and managing your Power NI Perks account, which you may withdraw at any time by leaving Power NI Perks. 3.5 Credit Reference Checks & Fraud Prevention (Commercial Customers Only) In order to enter into an agreement with you and assess any level of risk we may carry out necessary credit reference checks. Legal Basis: The processing is necessary for entering into or the performance of a contract to which you are subject. Legal Basis: The processing is necessary to comply with our legal obligations. Legal Basis: The processing is necessary for the legitimate interests of the controller or third party. It is within Power NI’s legitimate interest to carry out such processing to assess creditworthiness and protect Power NI from fraud. 3.6 Improving our Products & Services In order to improve our products, services and customer interaction we carry out customer surveys and market research which involves the processing of personal data. Legal Basis: The processing is necessary for our legitimate interests or those of third party. It is within Power NI’s legitimate interest to provide you with the best customer experience by ensuring that we continually improve our processes and product and service offerings. *Typical categories may include automotive, family & kids, financial & professional, food & 12 entertainment, gifts, home & garden, shopping, sport, health & beauty and travel.

3.7 Debt Management In order to appropriately manage any debt issues if they were to occur, Power NI may be required to process personal information. Legal Basis: The processing is necessary for the performance of a contract to which you are a party to or in order to take specific steps prior to entering into a contract. Legal Basis: The processing is necessary for our legitimate interests of the controller or those of a third party. It is within Power NI’s legitimate interest to use certain personal data to help manage a debt issue and enforce rights set out in the terms & conditions of supply. 3.8 Regulatory & Licence In order to meet our regulatory and Licence requirements Power NI is required to process personal data and provide information to the Authority and government departments. Legal Basis: The processing is necessary to comply with a legal obligation to which we are subject under our Licence requirements. 3.9 Website Statistics Like most websites, we gather statistical and other analytical information of all visitors to our website including cookies and click trails. We use the data gathered to get a better understanding of where our visitors come from and to help us better design and organise our website and for the purposes set out below at Customer Preferences and Account History. You can find our Cookie Policy at www.powerni.co.uk/powerni/legals. Legal Basis: The processing is necessary for our legitimate interests or those of a third party. It is within Power NI’s legitimate interest to provide you with the best customer website experience by ensuring that we continually improve our processes and website. 3.10 Customer Preferences and Account History To manage and administer any products or services we provide, to develop and manage our brands, products and services and to develop and offer new products and services, we may review customer preferences and account information. Legal Basis: The processing is necessary for our legitimate interests or those of a third party. It is within Power NI’s legitimate interest to provide you with the best customer experience and offers relevant to you. 3.11 Recruitment If you submit a job application, we will use your personal data for recruitment-related purposes, which may include contacting you via email, telephone, SMS or post. Legal Basis: The consent of the individual. Legal Basis: The processing is necessary to comply with legal obligations to which we are subject under our employment law. 3.12 Special Categories of Personal Data In order to support customers requiring additional account management support (e.g. customers with poor eyesight or blindness requiring bills to be provided in braille or assisting customers in ill health with debt or payment management plans), we may from time to time obtain data concerning a customer (or previous customer’s) health. Legal Basis: The explicit consent of the individual. Legal Basis: Where required to protect the vital interests of the individual where the individual is physically or legally incapable of giving consent to such processing. Legal Basis: The processing is necessary to comply with legal and regulatory obligations to which we are subject under our Licence requirements. 4. Sharing your Information There are a number of circumstances in which we may share your personal data within Power NI and other parties. Below is a list of such potential recipients or categories of recipients with whom we may share information: • In order to meet our Licence and Regulatory requirements we are required to share certain personal data such as with the Network Company – Northern Ireland Electricity Networks Ltd (NIEN). • In order to meet our requirements with the Regulators, the Utility Regulator. • In order to support the process for transferring customers between Energy Service Providers we are required to share certain personal data with previous, current and future suppliers to establish all relevant details to help transfer supply and establish the details of any outstanding debt. • In order to carry out credit checks when entering into an agreement we may share personal data with financial institutions & credit reference agencies. • In order to meet legal and regulatory requirements we may share personal data with fraud prevention agencies. • For debt management purposes we may in certain cases be required to share personal data with debt collection agencies. • We may disclose information when required by law or legal process for the administration of justice, to protect your vital interest, for investigations by law enforcement or regulatory bodies, to protect and defend Power NI’s property and legal rights or by order of a valid order from a court or law enforcement agency. 13

• In order to support complaint handling we may share information with the Consumer Council NI (CCNI). • Where necessary to support our customers with poor eyesight or blindness requiring bills to be provided in braille we may provide information to organisations such as the Royal National Institute of Blind People (RNIB). • Organisations who act as service providers to Power NI such as providers of telecommunications, postal services, records storage, data storage, document production and destruction, IT services and security, fraud detection, customer reward programmes, marketing and market research, and making and receiving financial payments. • For our Microgen customers with their written consent we may share information with the Office of Gas and Electricity Markets (OFGEM). • Where you have consented for us to do so we may share your information with our sponsorship partners for the purpose of them/us contacting you to provide you with offers. • In order to verify you are an active Power NI customer we share certain personal data with our reward scheme programme provider. We may pass personal data to our agents and service providers and group companies when relevant for these purposes, including the use of cloud providers. This may involve passing your personal data outside of the European Economic Area and any such recipients will be bound to comply with the European Commission standard contractual clauses or other appropriate safeguards for the transfers of data outside the EEA. 5. Retention of your information We will retain your personal data only for as long as is necessary for the purposes for which it was collected and in order to meet the legal and business requirements of managing your customer account and experience with us. In particular: • We will retain personal data that is necessary for us to provide you with a product or service that you have requested or purchased for as long as it takes us to provide that product or service; • We will retain your contact details for marketing purposes for as long as we have your permission to send you marketing information or for as long as we are permitted to do so, subject to your right to object at any stage; • We will retain records of any transactions you enter into with us or products or services you receive for up to seven years after the date of the transaction. This is so that we can respond to any complaints or disputes that arise in that period; • We will retain any financial transaction information for seven years after the date of those transactions; and • We will retain other personal data necessary for us to do so to comply with our regulatory and legal requirements. 6. Your rights The General Data Protection Regulation provides you with a number of rights under the legislation as a data subject. We will respond to your requests within one month of the receipt of your request or inform you in circumstances where an extension may be required. 6.1 Right of access You have the right to be provided with details of the processing of your personal data and to obtain a copy of the personal data we hold about you, subject to applicable exemptions under data protection legislation. In order to make an access request please send your request in writing to the details below: Data Protection Officer 64 Newforge Lane Belfast BT9 5NF Email: [email protected] To help us better deal with your request please provide us with the information necessary to identify you (name, address, account number) and to identify the personal data you require. 6.2 Right to rectification If the personal data we hold on you is inaccurate or incomplete you have the right to rectify such personal data and we would encourage you to ensure the personal data we hold on you is kept as up to date and accurate as possible. 6.3 Right to erasure In certain circumstances you have the right to request the deletion of your personal data where there is no compelling reason for us to continue processing it. This is not an absolute right but can include circumstances such as: • Where your personal data is no longer necessary in relation to the purpose for which it was processed. • When the processing in question is solely based on consent and consent is withdrawn. 14

• When you object to the processing on grounds relating to your particular situation and there is no overriding legitimate interest to continue the processing. • The personal data has to be erased in order to comply with a legal obligation. • Your personal data has been processed unlawfully. 6.4 Right to restrict processing In certain circumstances you can request the restriction of the processing of your personal data where you contest the accuracy of the information; where you object to processing which is based on legitimate interests; where the processing is unlawful and you wish to restrict the processing rather than seek erasure; or where we no longer require to retain your personal data but you wish the personal data to be held while you establish, exercise or defend a legal claim. 6.5 Right to data portability In circumstances where the personal data you have provided to us in a structured, commonly used and machine readable format is based on your consent or for the performance of the contract and where the processing is carried out by automated means, you have the right to request that such personal data be provided to you or transmitted directly to another organisation. 6.6 Right to withdraw consent Power NI processes your personal data using a number of legal bases apart from consent including entering into a contract with you in order to provide energy services. If however we are processing your personal data on the legal basis of consent (such as for marketing purposes) you have the right to withdraw your consent at any time. If you withdraw your consent, we will no longer be able to carry out processing based on your consent. However by withdrawing your consent it does not invalidate any processing which was undertaken prior to the withdrawal of your consent. 6.7 Right to object to processing You have the right to object to processing based on legitimate interests; direct marketing (including profiling for the purpose of direct marketing). Where we have indicated that we are processing your personal data based on legitimate interest, you are entitled to object to such processing on grounds relating to your particular situation. We will stop processing your personal data unless we can demonstrate compelling legitimate grounds for the processing which overrides your interests, rights and freedoms or where the processing is necessary for the establishment, exercise or defence of legal claims. If you wish to object to receiving direct marketing please use the provided opt-outs or contact us and we will stop processing your personal data for direct marketing purposes. 6.8 Automated decision making including profiling You have the right not to be subject to automated individual decision making, including profiling, which produce legal effects concerning you or similarly significantly affects you unless it is necessary for the entry into or performance of a contract, authorised by EU or member state law; or based on your explicit consent. 6.9 Right to lodge a complaint with ICO You have the right to lodge a complaint with the Information Commissioner’s Office: Information Commissioner’s Office Wycliffe House Water Lane Wilmslow Cheshire SK9 5AF Tel: 0303 123 1113 Last updated 25th May 2018 The Consumer Council Floor 3, Seatem House, 28-32 Alfred Street, Belfast, BT2 8EN Call: 0800 121 6022 Email: [email protected] www.consumercouncil.org.uk Power NI PO Box 2067, Belfast, BT1 9PP. Tel: 03457 455 455

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Using your Keypad Everything you need to know about your Power NI Keypad

Credit from us to you Emergency credit When you turn the low-credit warning sound off you will automatically get £1 emergency credit. If you do not turn the warning sound off, your supply will switch off. Should this happen, simply press any button and your £1 emergency credit will come back on after a few seconds.

Budget your electricity with our ‘pay as you go’ keypad and enjoy...

aA guaranteed 2.5%* discount off our standard rate aFREE electricity** each time you top up £50 or more via our website or our app with Keypad Reward aLots of easy ways to top up including:

• Using our free app or online • 24/7 automated phone service at 03457 455 455 • At any Post Office or Paypoint outlet

Friendly credit To give you enough time to buy a top-up, friendly credit is given automatically on: Weekdays - if your emergency credit runs out after 4pm, Monday to Thursday, the supply will stay on until 8am* the following day. Weekends - if your emergency credit runs out after 4pm on a Friday, the supply will stay on until 8am* the following Monday. Holidays - friendly credit will not run out on any of the following dates and your supply will stay on until 8am* the following working day: 1st January, 17th March, 12th July and 25th December.

Go online to make managing your energy even easier!

aTop up your keypad anytime, anywhere aEasy access to your previous top up code store payment cards for speedy aSecurely transactions

*11am with Economy 7 and for other tariffs on request

Remember, the next time you buy electricity, the amount of emergency credit and friendly credit used will be deducted from your balance. All times stated are GMT – please add 1 hour during summertime.

To activate your online account download our FREE app today or visit powerni.co.uk/keypadapp

*Keypad customers will receive 2.5% discount off Power NI standard rate with every top up. Power NI standard rate is 17.85p kWh exc. vat/18.74p kWh inc.vat. **Terms and conditions apply, www.powerni.co.uk/keypad for details.

Topping up is as easy as 1, 2, 3

Making the most of your Keypad

Moving house? Remember not to top-up more than you need when you are making arrangements to move house. This will avoid unused credit being left on your Keypad.

Each time you top-up you will be given a powercode (usually a 20-digit number)

*

Press this before entering powercodes

Step 1 Press the * button once on the Keypad. The message Key Code will be displayed.

#

Press this after entering powercodes

#

Press this to see the amount of credit left

Electricity price changes

1

Credit time left in days

2

Cost of previous day’s, week’s, month’s use

3

Unit rates and number of units used

4

The last five powercodes entered

Powercodes usually have 20 digits. However, when you buy a top-up after a change in electricity prices you will be given a special 40 or 60 digit Powercode. This will credit your Keypad with your top-up amount plus update it with the new price details. This usually happens only once a year.

5

Total money entered into meter

6

Electricity being used presently in kilowatts Pressing 6 lets you see exactly how much electricity you are using right now. By switching appliances on and off, you can see how the amount of energy being used changes.

Step 2 Key in all digits of your powercode. Take your time. If you enter a wrong digit, simply press the * button to go back. Step 3 Once all 20-digits are entered press the # button. The message Sending will be displayed. After a few seconds one of the following messages will be displayed: Accepted - you will hear a ‘happy’ tone. The top-up amount will appear, followed by ‘Account’ and the total credit on the meter - see note on arrears below.

Customers with arrears (previous charges)

If you have any arrears, a percentage of each topup you buy goes towards reducing the arrears until they are cleared. In order to assist with this, you will be sent an annual account statement and we will let you know as soon as the arrears have been cleared.

Rejected - you will hear a ‘sad’ tone followed by one of the fault messages below. If this happens wait until the fault message clears and start again from Step 1.

7

Standing charge repayment rates per day if applicable

Duplicate - you have entered this powercode before and cannot use it again.

8

Highest consumption in any half-hour in last 24hrs and when it occurred

Incorrect - the powercode has been keyed incorrectly or is for another property.

9

Total units used

Customer Helpline:

0

Display test, time and date

03457 455 455 (Mon-Fri, 8am-7pm) www.powerni.co.uk

Error - you have missed a number or entered the powercode too slowly. Kblock - the powercode has been entered incorrectly five times in a row. Wrong Tar - the price of electricity has changed and you must enter the special 40-digit powercode – see note on price changes overleaf. CreditHI - you have too much credit on your meter. Wait a few days and try again.

For Economy 7 Keypads Button 3 - Unit rates DL (domestic), CH (central heating) and HW (hot water). Also standing charge rate per day. Button 7 - Central heating indicator Button 8 - Hot water indicator

Remember - it is important to use the correct plastic card and premise number. Otherwise you may end up paying off someone else’s arrears.

Follow us on: @PowerNI

/PowerNI

The Consumer Council Floor 3, Seatem House, 28-32 Alfred Street, Belfast, BT2 8EN Call: 0800 121 6022 Email: [email protected] www.consumercouncil.org.uk

Power NI

@PowerNI

Power NI PO Box 2067, Belfast, BT1 9PP Call: 03457 455 455

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